ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Viewing Change Details ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. Log in to the ServiceDesk Plus application using your user name and password. This opens the ManageEngine ServiceDesk plus home page. 2. Click the Changes tab. This opens the changes list page. 3. Click the title of the change to view the change details. This opens the change details page. By default the change details page opens in the General tab. General Tab The general tab shows general details of the change such as, Category, Technician, Status, Priority, Urgency, Type, Impact, Requester, Start Time, End Time, affected IT Services. The Status field holds the state of the change such as Requested, Approved, Implemented, Reviewed and Closed The approval status denotes whether the change is approved or rejected. The change will be considered as approved and listed in the change calendar only if the Approval Status is 'Approved'. The approval status is given in non-editable mode. Click the Edit button to edit all the details of the change. You also have inline edit option for all the details. To modify the details of the change click the details and choose the option from the combo box. Problems Tab The problems tab shows the list of all the associated problems with the change. You have Attach option to attach the problem with the change. And the Detach Problem option to detach associated problem with the change. Incidents Tab The incidents tab shows the list of all associated incidents with the change. You have Attach option to attach the incident with the change. And the Detach Incidents option to detach associated incidents with the change. Planning Tab The planning tab shows the planning phase of the change on how to go about the change. It shows the Impact details, Roll Out, Back Out plan and finally the Check List for the plan. Approvals Tab From the Approvals tab, the administrator can Add CAB Members and Send the change for Recommendation to the CAB members. Thus it helps to show the approval status of the change. Refer Implementation Tab Implementation page shows the task details of the change and the work log details of the change. You can also add, edit and delete new Task and new Work Log details. Review Tab From the review tab you can add post change assessment details or the evaluation results on how the change is made details are specified. It is basically a recap of the change. To add review details Click the Add button. This opens the review text box. ZOHO Corp. 155
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Specify the details in the text box and Save the details. You can see review details getting displayed under the title. And the name of the person who entered the details with date and time will be displayed on the right hand side of the page. To edit the review details click the Edit button next to the title. Edit the details and save the changes. If you would like to attach a file on the review details of the change, click Attach a File option and attach files. History Tab The History tab shows the change history from the time of its creation. It shows all the actions performed in the change. The history tab also shows the incidents and the changes associated to the problem on clicking the Property View link available on the right hand side. The details that are displayed in the history are in the ascending order with the earliest performed action shown at the top of the page and the latest action at the bottom of the page. ZOHO Corp. 156
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Solutions ManageEngine ServiceDesk
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Installation and Getting Started
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To shut down the ServiceDesk Plus a
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If you do not wish to view the Read
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Configuring MYSQL Server ManageEngi
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Uninstalling ServiceDesk Plus � I
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Contacting ZOHO Corporation � ZOH
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My View The My View tab displays th
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Recent Item ManageEngine ServiceDes
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My Tasks ManageEngine ServiceDesk P
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Publishing Announcements ManageEngi
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Scheduler ManageEngine ServiceDesk
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Technician Availability Chart Manag
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Configure Backup Technician: Manage
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5. Click on Calendar View to go bac
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Reminders ManageEngine ServiceDesk
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License Expiry Alert ManageEngine S
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Request List View ManageEngine Serv
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Creating a New Incident ManageEngin
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Raising Service Requests ManageEngi
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Manage Custom Views ManageEngine Se
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Viewing Discussion Notes ManageEngi
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History Tab ManageEngine ServiceDes
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Closing Requests ManageEngine Servi
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Assigning a Technician for the Requ
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Unassigning a Technician from a Req
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Adding Notes ManageEngine ServiceDe
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12. Specify the Status of the task.
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Merging Requests ManageEngine Servi
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Linking Requests ManageEngine Servi
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Deleting Requests ManageEngine Serv
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the same on selecting from the comb
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Adding a Resolution You can add res
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Submit For Approval ManageEngine Se
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Viewing Requester Details ManageEng
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E-mail the Technician To e-mail a t
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Page 128 and 129: Editing a Problem To edit a problem
Page 130 and 131: Picking Up Problem ManageEngine Ser
Page 132 and 133: To bulk assign problems to technici
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Page 136 and 137: Adding Tasks ManageEngine ServiceDe
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Page 158 and 159: Editing a Change To edit the change
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Page 162 and 163: Viewing Reminders You can view the
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Page 178 and 179: Assets ManageEngine ServiceDesk Plu
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Page 182 and 183: Editing Assets To edit the resource
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Page 202 and 203: Viewing Contracts of the workstatio
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Adding Software Using this option y
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Remote Desktop Sharing ManageEngine
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12. Click Ok on Logon Properties wi
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Adding Components ManageEngine Serv
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Deleting Components ManageEngine Se
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Copying Resources ManageEngine Serv
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Attaching Documents To attach docum
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Adding Non-IT Assets to Group Manag
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Modifying the State of Non-IT Asset
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Viewing Non-IT Assets Details Manag
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Copying Resources ManageEngine Serv
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Attach Component To attach componen
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Software Asset Management ManageEng
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Adding New Software To Add new Soft
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Allocate Licenses to a single machi
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Changing Software Category ManageEn
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Associating Software Minor Versions
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Software Summary ManageEngine Servi
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7. Specify the Description and Term
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Editing and Deleting License Agreem
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Software License ManageEngine Servi
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Individual License/OEM ManageEngine
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Viewing Software Licenses ManageEng
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Attach Document to Software License
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Editing and Deleting Service Packs
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Creating New Group ManageEngine Ser
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Editing & Deleting Groups To Edit G
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Purchase Order Configurations Manag
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Purchase Order Additional Fields Ma
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Cost Center ManageEngine ServiceDes
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Notification Rules ManageEngine Ser
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Creating a New Purchase Order To cr
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PO Approval Process ManageEngine Se
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Ordered Purchase Order ManageEngine
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Associated Assets To associate asse
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Adding Invoice details and Notifica
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Adding Payment details & Notificati
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E-mailing the PO Owner ManageEngine
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Editing Purchase Order ManageEngine
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Deleting Purchase Orders ManageEngi
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Contracts ManageEngine ServiceDesk
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Creating a New Contract To create a
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Viewing a Contract To view a contra
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Viewing Contract Owner Details Mana
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Print Preview of Contract To print
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E-mailing the Vendor To notify the
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Solutions ManageEngine ServiceDesk
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Adding a New Solution ManageEngine
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Submit for Approval ManageEngine Se
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Approve/Reject Solution ManageEngin
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Search Solutions ManageEngine Servi
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Managing Topics ManageEngine Servic
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Configurations ManageEngine Service
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Request Form Customizer ManageEngin
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Create New Item, ManageEngine Servi
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Configuring Status ManageEngine Ser
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Configuring Level ManageEngine Serv
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Request Closure Code ManageEngine S
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Configuring Impact ManageEngine Ser
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Delete Priority ManageEngine Servic
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Configuring Request Type ManageEngi
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Resolution Template ManageEngine Se
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Task Template ManageEngine ServiceD
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Mail Server Settings Configuring Ma
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E-Mail Command ManageEngine Service
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Configuring Sites ManageEngine Serv
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Configuring Operational Hours Manag
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Delete Holidays ManageEngine Servic
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Configuring Business Rules ManageEn
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Configuring Service Level Agreement
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Response Time: There is only one le
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Configuring Notification Rules Mana
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Preventive Maintenance ManageEngine
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Incident Template ManageEngine Serv
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Add Tasks ManageEngine ServiceDesk
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Service Catalog ManageEngine Servic
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Service Catalog - Service Categorie
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Service Catalog - Additional Fields
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Editing SLA ManageEngine ServiceDes
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To add resources, 1. Click Add Reso
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Approver Details ManageEngine Servi
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Editing Services To edit a service
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Configuring Roles ManageEngine Serv
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Import Requesters from Active Direc
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Configuring Technician Groups Manag
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Delete Group ManageEngine ServiceDe
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Robo Technician ManageEngine Servic
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Excluding Technicians from auto ass
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Problem Additional Fields ManageEng
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Change Type ManageEngine ServiceDes
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Change Advisory Board ManageEngine
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Change Closure Rules ManageEngine S
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Scanning Windows Machine ManageEngi
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Agent Mode ManageEngine ServiceDesk
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Un-installing the Agent ManageEngin
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Windows Domain Scan ManageEngine Se
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Network Scan ManageEngine ServiceDe
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Windows Machine 1. Click Add New Ne
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Click Scan. ManageEngine ServiceDes
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Scanning WAN environment ManageEngi
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Checking for Newly Added workstatio
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Installing the Remote AE Server Man
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General Settings ManageEngine Servi
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Configuring Product Types ManageEng
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Configuring Products ManageEngine S
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Configuring Vendors ManageEngine Se
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Workstation Additional Fields Manag
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Resource State ManageEngine Service
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Configuring Software Type ManageEng
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License - Additional Fields ManageE
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Importing License From CSV ManageEn
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User Survey ManageEngine ServiceDes
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Viewing Survey Results ManageEngine
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Configuring Self Service Portal Set
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Customize ServiceDesk ManageEngine
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Data Archiving ManageEngine Service
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Authentication mechanism between th
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ServiceDesk Plus API � Purpose of
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Servlet API � About Servlet API
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Request Attributes and xml Response
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access permissions then a "Failure"
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Attribute Comment ManageEngine Serv
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Attribute Comment username Login Na
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Site Attributes and xml Response Th
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The sample form to update sites can
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Asset Attributes and xml Response M
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Note: ManageEngine ServiceDesk Plus
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REST API � About REST API � Gen
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REST API supported operations Manag
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Unable to browse High New York Netw
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High SLA Email Howard Stern O
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Notes Related Operations ManageEngi
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Viewing Note To view one of the not
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Key Points: ManageEngine ServiceDes
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Output: Success Work Log added s
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Key Points: ManageEngine ServiceDes
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Reports ManageEngine ServiceDesk Pl
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Reports on Pending Problems ManageE
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Custom Reports ManageEngine Service
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Creating New Query Reports 1. Click
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Custom Settings ManageEngine Servic
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System Log Viewer ManageEngine Serv
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Personalize ManageEngine ServiceDes
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Back up and Restore � In Windows
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ServiceDesk Plus Editions ServiceDe
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Error Message ManageEngine ServiceD
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Error Message Cause Request for sca
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